Add User into additional comments using "@"

[Aldo Andrade1]

Hi Community,

Is it possible to add a User in the Additional Comments using the "@" but that User has a DL (Distribution List) as an email?

I see when is a User that has a normal email, it sends the comment, but when the User has a DL as its email, it does not sends the comment when added in the comments,

Is it possible to make it possible?

Thanks!

[Allen Andreas]

Hello,

Can you give a bit more information?

ServiceNow wouldn't know if an email is "normal" or it's tied to a distribution list...unless you're meaning something else....?

An email is an email to ServiceNow.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Aldo Andrade1]

Hi Allen,

You got the hole idea, but let me put more context on it:

Lets say I have a User inside the sys_user table called "User X" and this User will have the next Email "userx@snow.com", then I have another User inside the sys_user table called "User Y" and this User will have the next Email Distribution List (DL) "communityDL@snow.com",

Both Users are added into the Additional Comments section from a random ServiceNow ticket (could be Incident, Case, Problem, etc..) by using the "@" to search for them to be added on the comment with the next text:

"@User X @User Y Testing email notification!!!"

when jumping into the email logs under that random ticket number, just the User X received the email "You have been mentioned in NUMXXXX ticket" but for some reason the User Y with a DL does not received the email, or Service Now did not sent any email to that DL,

Do you know if this functionality does not allow/work with Users that has a DL on as an Email?

[Aldo Andrade1 · Accepted solution]

Hi Community,

I found the solution for the issue, 

It looks like if a User added with the "@" on the Additional comments or Work Notes from any thicket, it will require a Role so Snow can take that User as a none End User, so Snow will send the comment just if the user has Role,

Thanks!